Ipad nightmare

[johnrobert]

Helping an old lady set up her new IPad she used the fingerprint option to log in then we made a six digit log in also we had to create an Apple ID used her email address and created a password
it said must use capitals and numbers so we used her first name with a capital and year of her birth easy
for some reason when we loged out it would not accept the login code I thought no problem she can login with fingerprint and reset code it won't let you do that, also if you turn Ipad off you have to use the code first time before you can use fingerprint
it gets worse she forgot the Apple ID password we called Apple and they had us reset the Ipad using iTunes but you need the Apple ID password we tried to reset it and they said she will get a call within 23 hours this was yesterday and they never called we chose voice she does not have text.
I mentioned while on phone to Apple we could just creat a new Apple ID but he said something about
location service might not work if she lost her Ipad actually she willnever take it out of the house.
if they did call her it would have not been much use as she does not know how to turn the Ipad on, or understand what they are saying

It's all down to me as I should have taken more care writing down the passwords it was a stressful day.
I did not do it as login password used was year of birth and month six digits
Apple ID password was her first name with capital and year of birth so I don't know what went wrong.

I found the setup process very confusing I think before you did not need an Apple id unless you needed to use icloud
I have changed my password before for Apple ID they just sent a text and it was done right away.

I am going back Sat and will create a new ID it was all very stressful for the old lady.
What else can I do they say they will call in 23 hours and don't call and they will only call her as it's her ID

 

[frase]

Reason I hate Apple - service = none. Gone around in circles resetting ID passwords.

have you tried any of these

http://www.hard-reset.com/apple-ipad-hard-reset.html

 

[GTP]

That one is toast.
Take a new iPad with you and set it up for her.
Write down all information and then copy it 5 times!

 

[NviGate Systems]

If you created for her a new Apple ID based on her existing e-mail, that iPad would now be locked with "Find My iPad".

Resetting the iPad will do nothing if you cannot remember her Apple ID password. What you need to do is visit https://support.apple.com/en-ca/HT201487 and follow the directions to reset her Apple ID. This will allow you to reset the iPad, sign in and get past the Activation Lock.

If you can't for any reason reset her ID creating another Apple ID will not work if Activation lock was enabled, which I believe is now standard for all iOS devices. In that case her iPad must be taken to an Apple Store with proof of purchase to have it unlocked.

Always write things down for customers. This may be a tough lesson here as she may blame you if the iPad is locked and cannot be activated. If she were "that" kind of person she could even attempt small claims court if for example it was a fairly expensive iPad. I'm in no way saying that's what will happen, just that you were involved in the setup and she may point a finger at you.

No matter how busy it is always write things down, take notes etc. If customers complain, you tell them the job gets done right, and they may very well thank you later when somethings happens and you had the presence of mind to take notes.

Remember, most of our clients can barely use technology. Asking them to remember something as simple as a PIN or password can be too much. In fact, if she doesn't need privacy from other family members etc., why use a pass code or fingerprint? If she's older it just causes more issues.

 

[G8racingfool]

Oh.

My.

God.

I'M NOT ALONE!!!!!!!!!!


Right now I'm hating pretty much anything and everything that has to do with Microsoft, Apple and Intuit but I'm in almost the exact same situation right now as you except worse.

Customer is a 91 year-old woman who lives in an assisted living center. She's had this iPad for about a year or so and somehow managed to lock herself out of it. The only option was to reset it which I did for her only to be hit in the face with activation lock. The only things I have to work with are two pieces of hen-scratch paper with random "passwords" written everywhere on it. Needless to say none of the things written on the paper worked in any variation or combination I tried them in. So I think "no problem, I'll just reset the password and be on my way". Nope! The recovery email address is the same as the account I'm trying to get into (so basically it sends the recovery email to the account I'm trying to access) so I go with plan B and try the security questions. Can't even get past the Date-of-Birth screen even after confirming with the poor old lady herself what her birth date was. So next stop: Call Apple (nearest Apple store is over an hour away so I ain't hauling it down there and right now I'm hella glad I didn't). So they tell me what I expected "need a PoP submitted and then we'll reset the account". I think "alright, it's a long-shot but I'll give it a go". Miraculously, the woman still had the receipt from Verizon where she purchased it complete with her signature on the bottom to authorize the credit card. I, thinking "okay, this is gold. I'll have this working again in no time", submit the receipt to Apple. The CS rep I was talking to on the phone says "oh this is perfect, shouldn't take but 24 hours and they'll get it unlocked for you".

That was 2 days ago. I received this email from Apple support last night:

Hi [Redacted],

We need the original sales receipt to show proof of purchase of your product. The documentation you sent us doesn’t match our original sales records.

We need documentation reflecting the reseller’s purchase of the device. If you don’t have this information, contact the reseller and request they provide it to Apple. If the reseller provides you this documentation, send it to us.

When you're ready to submit this information, contact us by phone.

I about threw my damn phone...

 

[johnrobert]

Thanks for the reply Nvigate
I was thinking same for starters if I tried to create a new Apple ID it would not let me as her email has already been used and it is locked.
I think the best thing I can do is take her Ipad an Apple store with her receipt it was bought at London Drugs
and they were not any help when I called them, I also called Simply computing if it was bought from them they would help
I have dealt with them in the past always good.

This lady ( 88 years old ) is frightened of technology and this is not going to help.

I wonder when I go to Apple store with receipts maybe they will want to deal with the owner she does not have a car
and there is not one nearby closest Pacific center, or Metro town.

I will call Apple today and explain what happened see if there will be a problem me taking it with receipts to Apple store.
I hate Apple even more now the only reason I have an Iphone is because I got it free on a $30 a month plan

Thanks again for all your help we will have to meet up one day and I will buy you a coffee

 

[johnrobert]

I called Apple to ask if it would be OK to bring in Ipad and receipts without owner they said no as expected
however, they said they will call me at a given time and all I have to do is take pictures of the receipt and email it to them
with her email and we will do another reset with the lock removed.

 

[lan101]

Yeah I've had a few of these nightmares. The last one I was able to have them send an email a day later and walked through that and it worked. Email came from apple to customer's gmail address. That's as far as I'll go with it. If that don't work I send them to apple. By the time it would be worth the time to go through all the headaches they would need to buy a new ipad lol. If I had an apple store 5 min away I would but the nearest here is nearly an hour.

 

[cyabro]

We get these issues from time to time as well but it always makes me laugh when users blame Apple, or any company, for the security systems, that are in place to protect the user, when they are the ones that have forgotten passcodes, passwords, security question answers etc etc.

When our customers have been locked out completely, and no way to reset account passwords or anything, and they've contacted Apple, Apple have always helped them out, once they've provided proof of purchase.
That PoP does need to be from an Apple Authorised Reseller, and the serial number of the device must be on it as well.
Often the serial number isn't on them but you are allowed to just write it on yourself and then send it to them.
The PoP must also show the Apple Authorised Reseller's Name, address, phone number, and an email address if possible, so that Apple can confirm that they are in fact a authorised reseller.

 

[johnrobert]

They called at 10:30 this morning as promised I gave them email of owner same as Apple ID
then they sent an email with a link it took me to Apple ID login asking for a password I told them this was the reason I m calling
and complained she immediately escalated me to higher level tech, had to wait 20 mins then he said I could log in with my ID I told him my password is written down at home. then he asked if there was anybody else with an Apple ID the lady when down the hall knocking on doors of her friends finally we got an Apple ID and logged in, then it asked for double login code she had to go back to get the code from the lady down the hall
Apple tech said that will not work as it expires in 2 mins so we tried a multitude of other things he logged into my iPhone and desktop computer finally he found that I had a Gmail account linked to my Apple ID so he could send the link to upload pictures of receipts
he said we will get back to me I told him I did not live there and helping this lady out and when he calls me back I won't be there
I took her Ipad and will try and finish from home when he calls
Wonder how long this comedy of errors saga will continue.
I know it's all my fault but it took about 10 tries getting the fingerprint login to work I was distracted, I did not need to write it down as it was her first name first letter capital and year of birth.